I recently moved house, and have been going through my various accounts to update my address. To my surprise, my Dozens account has turned out to be more of the more difficult ones to change. As a comparison, lets choose HSBC, one of the most old-school legacy banks.
- Log into online banking
- Go to profile
- Click edit
- Change address
- Click done
Total time: <2 minutes
- Open app
- Go to profile->settings, nothing here
- Open chat. It’s a weekend, can’t do it now
- Go to chat on a weekday. Response is pretty quick (<2 minutes)
- Give new address. Agent asks for old address to confirm
- 10 minutes later, get email asking for a photo of a bank statement, utility bill, insurance certificate, or council tax letter to confirm the new address. I can’t simply reply to the email, I have to send a new email with the ticket number to email@example.com. It’s not clear to me from the email if a pdf will do, or if I have to first find a printer, print the document, then take a photo.
Now, I understand that this isn’t a high priority feature to build into the app, hence the need to contact chat. I also understand the lack of chat support on weekend. But overall, the fact that this process was much, much quicker with Natwest, HSBC, and Lloyds than it was with Dozens doesn’t leave a great impression.